Guests Are The Lifeblood of Hotel Business Success
Treat your guests with respect they are the lifeblood of your business.
“True hospitality consists of giving the best of yourself to your guests.” – Eleanor Roosevelt
Successful hoteliers know the importance of treating the guest well. Highly successful hoteliers realize they are not giving their guests just a room to stay. Rather they are giving them an experience to cherish and remember fondly, for a long time to come.
Any Tom, Dick or Harry may open a hotel, but it is the real hotelier who knows and understands the huge difference between providing temporary accommodation to people and providing them with a memorable experience. It all boils down to one thing – how much you care about and pay attention to the guests arriving at your place. It boils down to how much you want to understand their needs.
And it is about how you make your precious guests feel. That is the heart of hospitality service. The better you can make them feel the more likely they would want to come back to your place. Make them feel cared for, valuable and special. Make them feel important and respected! This the name of the hospitality game.
“People will forget what you said, forget what you did, but people will never forget how you made them feel.” – Maya Angelou
You don’t have to do anything special. It is all a matter of sticking to the basics and winning the guest’s heart with politeness, respect, attention, care and a smile! It is about a mindset shift where you genuinely care for the guest and not just think of your profits. Study the thoughts, opinions, quotes or books of influential and ultra-successful hotel icons and you will find the same mindset in each of them.
Some of hospitality’s major figures share their opinions regarding guest service.
“The reason for our success is no secret. It comes down to one single principle that transcends time and geography, religion and culture. It’s the Golden Rule – the simple idea that if you treat people well, the way you would like to be treated, they will do the same.” – Isadore Sharp, Founder, Four Seasons
“Hospitality means primarily the creation of free space where the stranger can enter and become a friend instead of an enemy. Hospitality is not to change people, but to offer them space where change can take place. ” – Henry Nouwen